L1 Application Support Analyst

Position Overview

We are looking for an L1 Application Support Analyst to provide first-line support to users of a client-owned business application. The successful candidate will act as the first point of contact for users experiencing application-related issues, provide timely assistance, perform basic troubleshooting, and ensure incidents are appropriately documented and escalated when required.

The role requires strong communication and customer-service skills, good problem-solving ability, and the willingness to learn the client's application and business processes.

Key Responsibilities

- Provide first-level application support to end users through agreed support channels such as phone, email, chat, or ticketing systems.
- Receive, log, categorize, prioritize, and track user incidents and service requests.
- Troubleshoot common application issues by following established procedures, knowledge articles, and support guides.
- Assist users with:
- Application access and login issues
- Password or account-related issues
- Basic application functionality questions
- User navigation and "how-to" questions
- Data entry or transaction-related issues
- Basic configuration or user-specific issues
- Error messages and application failures
- User access, roles, and permissions
- Authentication issues, including MFA/2FA
- Gather relevant information from users, including screenshots, error messages, steps to reproduce the issue, and business impact.
- Perform basic investigation to identify whether an issue is related to the application, user access, data, network, or another technical component.




- Reproduce reported issues whenever possible to validate the behavior, identify potential causes, and determine the appropriate next steps.
- Resolve incidents within the defined SLA and support procedures whenever possible.
- Escalate unresolved or complex issues to L2/L3 support, application teams, infrastructure teams, or the client with complete troubleshooting information.
- Collaborate with technical and functional teams when additional investigation or expertise is required.
- Follow up on escalated incidents and keep users informed of progress.
- Maintain accurate and detailed ticket documentation.
- Create and update knowledge-base articles, FAQs, and troubleshooting guides based on recurring issues.
- Identify recurring incidents and communicate trends to the appropriate support or application team.
- Follow established security, privacy, change-management, and incident-management procedures.

Required Skills and Experience

- 1–2 years of experience in IT Help Desk, Service Desk, Application Support, or a similar support role.
- Strong customer-service and communication skills.
- Ability to communicate technical information clearly to non-technical users.
- Basic troubleshooting and problem-solving skills.




- Experience working with a ticketing/service-management tool such as ServiceNow, Jira, Confluence or similar.
- Ability to follow documented procedures and support processes.
- Strong attention to detail and ability to accurately document incidents.
- Ability to prioritize multiple incidents based on urgency and business impact.
- Comfortable working independently as well as part of a support team.
- Willingness to learn and understand a client's application and business processes.

Nice-to-Have Skills

- Experience supporting enterprise or business applications.
- Familiarity with ITIL concepts and Incident Management.
- Experience with application monitoring or basic system monitoring.
- Knowledge of Windows, web applications, browsers, and basic networking concepts.
- Experience working in an SLA-driven support environment.
- Experience supporting users in a client-facing or managed-services setting.

Education

- A diploma or degree in Information Technology, Computer Science, or a related field is preferred but equivalent practical experience may be considered.

Work Location & Benefits

- Hybrid work model: 2 days per week in our downtown Montréal office
- Comprehensive group insurance program (medical, dental, vision, and more)
- Employer contribution to a Group RRSP
- 20 vacation days plus 5 personal days per year
- Ongoing professional development, training, and certification opportunities
- Collaborative, dynamic, and people-focused work environment

Eligibility Requirement

* Only candidates legally authorized to work in Canada will be considered.

📌 Application Support Analyst (Montreal, QC)
🏢 Sword Group
📍 Montreal